Hi @NeilOI have also encountered the same issue.
Can you direct me to where I can get help as telephoning customer services is a 2-3 hour affair?
I have cancelled my BT TV, Infinity & Telephone as activation was impossible due to a fault.
A refund was issued but for some reason, the credit amount is different from what it should be.
A new bill was generated which gave me credit but the credit amount is massively different/less.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Our Customer Options Team should be able to help you a lot quicker than the times you mentioned. You can reach them on 0800800030, option 1.
Let me know how you get on please.